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Engaging New and Existing Customers During Uncertain Times

By Bill Rice
Engaging New and Existing Customers During Uncertain Times Feature Image
3 minute read

We’re living (and working) through unprecedented times. If you’re like me you’re trying to figure out how life and work are changing, how to be helpful and supportive to my family, friends, neighbors, and clients.

Let me share with you my mental model for working through this COVID-19 crisis, which means increasing my value to my clients and my market.


  • Think about your customer’s mindset and perspective.
  • Acknowledge the environment and what fears, uncertainties, and challenges they are facing or may be facing.
  • Develop or shift sales and marketing programs to address your customer’s current situation.

Here is an example of a quick aged lead strategy.

Email Campaign

Day 0 – Welcome Email

Subject Line: Just checking in

Hi {first_name}!

How are you doing?

In this crazy and unprecedented time I just wanted to check in and let you know I’m here and available to answer any questions.

Here is my direct contact information if you need anything.

Bill Rice

Day 3 – FAQ

Subject Line: Here are a few common questions

Hi {first_name}

I heard so many smart and important questions in response to my last email. Here is a quick list of some of those questions and answers.

  1. Question 1 – my best, but brief one or two line answer
  2. Question 2 – my best, but brief one or two line answer
  3. Question 3 – my best, but brief one or two line answer

I started a page with a bunch of these questions and answers:

Again, if you need anything don’t be shy to give me a call or reply to this email.

Bill Rice

Day 10 – Getting into a rhythm

Subject Line: Interesting topic from a recent blog post

I just wrote a blog post about an interesting topic. Here are a few of the high points that I cover:

  1. Point number 1
  2. Point number 2
  3. Point number 3

Read the rest of this post:

Call and Voicemail Script

Hi, {first_name}! This is Bill from Hometown Lender or Insurance Agency. I’m just calling to see how you’re doing. Give me a call if you have any questions during this unprecedented time – 734-775-4487.

If you get them on the phone live…

How are you doing?

(Let them talk…)

I’m just checking in on my clients. Do you need anything? Have any questions?

(Leave it there. Make is like talking to your friends. Don’t use any sales tactics.)

Wrap up: I’m going to send you a quick email so that you have all my contact information in case you need anything. Stay safe and healthy!

Blog and Email Content

Start creating a list of topics and start writing. Proactively answer questions and create resources for you client. Then send them out via email and text messages if possible.

How can I help? Email me at

How to Use Aged Leads in Your Overall Sales and Marketing Plan
How to Use Aged Leads in Your Overall Sales and Marketing Plan
Learn how to increase lead flow, improve lead quality, and make more sales with help from Aged Lead Store.

About Bill Rice

Bill Rice is the Founder & CEO of Kaleidico, a lead generation agency. Bill specializes in mortgage marketing, legal marketing, lead management, and sales automation.

Further Reading